Press release: DX selects Sentiment for social customer service

28 February 2017

Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent social customer care...

How eBay uses social media to create customer service experiences that make a difference

24 February 2017

For many the idea of managing customer service on social media can seem like a daunting prospect, but handled correctly it can serve as a point of differentiation in a crowded market.  Lots of...

Guide: Social customer service playbook - financial services

25 August 2016

We’ve put together a super-useful playbook to help financial services providers better understand how to evolve social customer service programmes, build one-to-one relationships with consumers...

How brands are testing chat bots and what consumers think

29 July 2016

Some see chat bots as the future of customer service.  Some say they’ll give it a week.  It’s really early days still to gauge either way.  There is no real data yet on how many people have...

Social customer care: the where we’re at stats

14 June 2016

We’re pretty much halfway through the year so it’s a good time to see just how far brands have progressed along the social customer care trail, and look at some of the challenges aheadWe’ve...

Digital interactions to overtake voice by end of year, but service quality still needs improving

25 April 2016

Each year, Dimension Data publishes its Global Contact Centre Benchmarking Report and the 2016 edition is out.  The headline message in 2015 sounded a strong warning for contact centres that...

7 Critical Social Media Challenges for Contact Centres

02 December 2013

For the uninitiated, integrating social media successfully into the contact centre can be a daunting and complex task. Sentiment has helped some of the UK's leading brands to develop effective...

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